Hybrid-Nation Sleep Science

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** We were told we could RETURN the bed at NO cost to us if not satisfiedHybridNation NEVER offered to exchange the mattress because we told him we did not want itHe said we could get the same thing for paying $shipping of the one we have, and then another $shipping for the exact same model...?? CrazyI am highly allergic to chemicals, thus the interest in an organic bedI still got headaches every morning using this mattressWe have gone back to our old air mattress, without the latexWe were told we could return the bed*** was not there and was not a witness to our conversation with ***...salesmanTherefore, he has no clue what we were toldIf we can't trust the person representing the company, then who can you trust?? *** lied..plan and simpleWe do not want the bed and I am sure we can not sell itI have had ONE conversation with a man named "***" who said he would call me backHe never didLike I said previously, they don't answer my calls and don't return themThey have NEVER tried to reach an agreement with meWe DO NOT want the bedI told them they could keep the $deposit just to get them to come get itAgain no replyIf ** *** was there, then he would have heard what *** told us...but he didn'tHis email specifically says *** was fraudulently representing the companyFraud is fraudI am sure if it comes to it, and I have to hire and attorney, the court would see it the sameI don't want it to come to thatI am willing to let them keep the $to just come get the freaking bed!!!!!!! Don't you think that they would want to do the right thing?? I think notBy not coming to a solution speaks volume about their ethics and company's nameI think they should suck it up, accept the "deposit" and take the bedBy doing so, it would show that they are a great company to work withName recognition and the social media can do a LOT for a company*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The offer to repair the damage that Hybrid Nation presented was not from a professional furniture repair company, it was from an individual that worked for the company (same individual that damaged the bed). Hybrid Nation secured a quote to repair the damage and it was more than they were willing to pay, just as much as replacement. They offered to have it repaired by their employee instead which I refused as that individual is not a professional furniture repair person. I also no longer wanted someone from their company at my residence due to the issues I have had with them. They credit made to my card involved depreciated value of the footboard, which I contest as the footboard was in perfect condition before they damaged it. I contest Hybrid Nation's idea of furniture depreciating. If someone rear ends me and damages the bumper on my car, the bumper replacement is not depreciated value, it is replaced with a new one. This is the same scenario. Also, as part of the credit, Hybrid Nation deducted what they have called cost to remove old mattress ($100). This cost was never presented at time of sale or time of pick-up. This was discussed at time of sale as if there was room on the truck, they would take with no issue or no cost. There is nothing on the bill of sale or delivery paperwork of $cost to remove old mattress. This cost was established by Hybrid Nation due to my complaint. This money needs to be credited to my card
The situation remains the same. Hybrid Nation DAMAGED my furniture (bed footboard) while they were delivering the mattress I purchased from them. They admit to damaging the bed. I am looking for what most good standing businesses would do, and that is to repalce or fix the damage they caused in full and without arbitrary depreciation assessments and additional delivery costs that cannot be substantiated. I am quite positive that this request is not too much to ask for and have been baffled as to why Hybrid Nation and their employee *** have fought so hard against doing the right thing and fixing the problem they created
Regards,*** ***

April 9, 2015*** *** ID: *** Disputed amt: $6000.00On January 23, *** *** purchased floor/demo unit sleep systemOn February 18th *** *** contacted me to inquire about our Comfort Exchange programShe wanted to change her mattress selection from a split mattress
to a 1pcs mattressAfter taking her call, while away from the office, I returned to my office and pulled up her accountI drafted an email and sent it on Feb18th The email is included belowI noticed that *** *** purchased a demo unit and signed the comfort exchange option on her sales agreementThis stood out for reasonsThe Comfort Exchange option is not available on demo purchasesComfort Exchange program covers customers that have made a wrong choice in the firmness of their mattress.We understand that the representative offered her the option which is why we honored itWe permitted *** *** to exercise her exchange optionThe issue is *** *** does not want to operate by the terms and conditions set forth in the sales agreement she signedThe reason demo units are not eligible for the Comfort Exchange program is because these units are purchased at a discounted priceThe Comfort Exchange clearly states that the "customer is responsible for the difference in price if the replacement mattress cost more and the shipping charges (returned mattress and new mattress)"This means she would need to pay the difference between the discounted price she paid for a demo unit and the new mattress she wantedFacts she was well aware of before finalizing her purchaseTermination of a contracted representative has nothing to do with this matterWe honored the exchange he offered herHer Comfort Exchange is documented on the sales agreement so we are obligated to honor it, just as she agreed to the terms of the exchange program and we expect her to honor the agreement.After speaking with *** *** regarding the email I sent, (since the only desire was to have a 1pcs mattress I offered her a 2nd option, to have us ship a 1pcs cover to her and then place both mattresses in that one cover and that would resolve her issue with the splitThe cost for that was $She refused), she stated she would dispute the charges with her lenders which she did and that she wanted a full refund and to return the entire sleep systemUnfortunately, I had to inform her there are no returns on special orders, custom orders and demo unitsAgain, all things that she agreed to on the sales agreementThe agreement clearly states in bold font that "ALL SALES ARE FINAL"The Comfort Exchange states "exchanges on mattress only, and DO NOT include adjustable bases, pillows, toppers, or furnitureAt this point she threatened to bash online with *** and *** *** which she has done and attacked our credibility while failing to maintain her ownWe contacted *** *** March 13th, prior to filing a response to her dispute with her lenderShe refused to make any effort to resolve the issueWe were offering to make the exchange without requirement to pay the cost difference in price, only the shipping cost would be assessedI am more than happy to extend that offer one last timeWe will exchange her mattress, take the discounted demo unit back and give her a new mattress for the same price, but she will need to pay the shipping costThe option to use a piece cover is still available as well.*** Specific verbiage in *** ***'s agreement.***ALL SALES ARE FINALAllow 2-weeks for deliveryDelivery dates are NOT guaranteed and failure to meet approximate date shall not constitute grounds for cancelation or refusal of any orderShipping charges for refused or returned orders shall be at the expense of the customerThere is a 25% cancelation fee on all canceled ordersSpecial orders, custom orders and orders that have already shipped are non-cancelable and nonrefundableCustomer is responsible for insuring the correct order and sizes are reflected on this orderChanges to delivery after product has left the warehouse, including wrong sizes due to customer error, will be subject to a minimum $redelivery feeThe invalidity or unenforceability of any particular provision of this Agreement shall not affect the other provisions hereof, and the Agreement shall be construed in all respects if such invalid or unenforceable provisions were omittedThe parties hereto agree that it is their intention and covenant that this Agreement shall be governed by the laws of the Commonwealth of Pennsylvania and that jurisdiction of any controversies lies with the Court of Common Pleas of Erie County, PennsylvaniaCustomer confirms that there are no other contemporaneous verbal or written statements that add to, vary or contradict the terms stated herein.Comfort ExchangeWe offer a Day Comfort Exchange for most of our mattressesComfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furnitureLimit one Comfort Exchange per customerIf you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturerPlease contact us for a list of manufacturersCustomer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress)Because each mattress is made to order, we are unable to accept returns or refunds on mattresses productsThis is an exchange policy not a return policyThe day Comfort Exchange policy is Not available for custom made/demo unit mattresses.Email*** ***,Thank you for contacting me today, it was a pleasure to speak with youI was able to locate your accountYou purchased a Floor Model SeductionYou were inquiring about making a comfort exchangeYou would like to change from a split mattress to a piece king mattressBelow is the terms and conditions of the comfort exchange programFloor models are not eligible for the comfort exchange however, since you were given that option on your contract we will honor the request to exchangeHere are the terms of the comfort exchange you signed during your purchase:Comfort ExchangeWe offer a Day Comfort Exchange for most of our mattressesComfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furnitureLimit one Comfort Exchange per customerIf you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturerPlease contact us for a list of manufacturersCustomer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress)Because each mattress is made to order, we are unable to accept returns or refunds on mattresses products.This is an exchange policy not a return policyThe day Comfort Exchange policy is NOT available for custom made or demo/floor model mattresses.As I previously stated I will honor the exchange within the parameters of the programHowever the adjustable bases are not eligible for exchangeI can have service come out to take a look at the humming or motor noise so that can be taken care of, please send me the information we spoke about located on the user manual.Concerning cost, the difference would be the price of the *** in a king $and the price you bought the floor model at, $a total of $plus cost of shipping the replacement and the current mattress backI will have to get a quote for that costThis is why the floor models aren't eligible for exchangeYou purchased the floor model at a discounted rate because it was open and considered not newTo exchange you must pay the difference between the discounted mattress and the new mattress because you will be receiving a new mattress not eligible for the same discountThe least expensive way to remedy the situation would be for us make you a piece cover and then have your mattress placed in the new piece cover as opposed to separate coversThe cover would cost $plus shipping.Additionally, we can walk you through pairing your bases so that both will work with one remote so you will still have full functionality.Please respond letting me know how you would like to proceed.Regards,*** *** ** Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest*** *** *** *** *** *** *** *** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Consumer Rebuttal
Case ID***
I have checked with
*** Financial and I have no balance, which means my order has been
cancelled by Hybrid Nation as has the *** for the bed per my
request
There is still the matter of the $***ged to my
credit card for the state tax I paid on this mattressWhen will that
amount be credited back to my Visa card?
When the $in tax is credited back to my Visa account, this complaint can be closed as “resolved.”
Regards,
*** ***

Hello [redacted]
"">Thank you for you assistance
Hybrid Nation's VP, [redacted], has released the delivery of the merchandise and it will be delivered
tomorrow, June 18. We were able to reach an agreeable compromise which allowed me to verify delivery and he received payment in full
Again, thank you
[redacted]

My husband and I made our purchase at the Indianapolis home show 4 or 5 years ago. While attending the show this past weekend we bumped into hybrid-nation again. It was good to see that they were still at the show. We stopped and chatted for awhile. The VP, Damon spoke to us and told us about why they terminated our salesperson, Nick. We were shocked to say the least. Nick was a great guy and everything he told us worked out perfectly. So Im sorry to hear that someone else had a poor experience with Nick. But thats Nick and not the company. So I thought its only fair to defend what is a great company and other than 1 bad apple a good group of guys and gals.
Everything we have requested over the years such as sheets and leg extensions when we got a new bedroom suite has been delivered with out any issues. Actually, when we got a new bedroom suite and had trouble getting our adjustable base to work they came out and set it up for during one of their shows in the area and there was no charge! They did not have to do that. That is INTEGRITY. I thank them so much.
So this weekend we purchased an adjustable single for my mother. Watching Damon work with her, listen to her needs and help her find the right fit has refreshing. There was no rush or pushiness...(is that a word?) Completely different experience than when we visited [redacted].
I WOULD HIGHLY RECOMMEND THIS COMPANY AND THEIR PRODUCT. Dont let 1 persons experience deter you. Do your research. Before writing this review, I searched reviews on them. Really only 1 bad review that was posted by same person on multiple sites. Thats a good track record. If you are looking for something bad about the company you can find 1 or 2 reviews and hang your hat on them only. But that would be very short sighted. 1 or 2 bad reviews never override 100's of good ones.
Thanks Damon for all you have done. You have our vote of confidence and our business for life. Dom and I very grateful. Next time your in Indy, dinner our place... You and your team.
Thanks,
[redacted]

October 25, 2014[redacted]ID:[redacted]Disputed amt: $5000.00On February 22, 2014 [redacted] purchased a sleep system in the amount of $5000.00. The sleep systemordered was a split king. This means the mattress is split into 2 pieces so that consumers can independently...

adjusttheir sleeping position and select the firmness they prefer. [redacted] initially placed her sleep system on lay away.Later decided to take advantage of our financing option. Sleep system was delivered. [redacted] then called her salesrepresentative 15days later to say that she did not like the split in her mattress and wanted to know if she couldexchange it for a solid 1 piece mattress. An exchange we permit for a fee. [redacted] didn't want to pay more so thenher complaint was that there was that their beds firmness wasn't right. In the case when a customer purchases asleep system and for whatever reason they feel the firmness isn't right they can opt for a Comfort Exchange. Thisallows them to exchange the mattress for a different firmness. The customer pays for cost of shipping and anydifference in price. This is all stated clearly on our sales agreement and website. [redacted] was unhappy with that aswell. Then her complaint became a height difference between the 2 mattresses. A claim we have been unable tosubstantiate through pictures. Nevertheless, if that is the case, we consider that a warranty issue. Our warrantyclearly states that we at our option will repair or replace the mattress at no costto the customer however thecustomer is responsible for any and all shipping cost. [redacted] didn't like that response either. Again these were allpolicies that she was well aware of at the time of signing the contract. Our sales agreement, signed by [redacted], clearly states ALL SALES ARE FINAL Additionally, the agreement clearly states that Special orders,custom orders and orders that have already shipped are non-cancellable and non-refundable. Their purchasequalifies as a: sale and is final, as well as a special order, meaning an order not readily available to the public madeby special request of the customer. NOT ONLY DID [redacted] agree to this but she signed paperwork on 2occasions (sales agreement and credit card receipt) that clearly stated her return options and the terms of theagreement. It is clear that [redacted] is making any attempt and cla im that she can think of to the get out of thecontract she signed. This is nothing more than attempt to slander, defame and assassinate the character andintegrity of our company and personnel. It doesn't take 15 days and 2 other complaints to realize there is a 1"difference in the height of the mattress! Nevertheless, on 3 separate and documented occasions I have offeredthem to:1. Send them a replacement mattress.2. Let them select another firmness.3. Make a lpiece mattress for them.This is everything they exactly asked for and I offered it at NO Cost to them. Again what they wanted. They haveresponded with an attorney and the case is pending litigation. Their attorney's letter asked the same of us and weagain for the 4th time stated we are willing to exchange their mattress for no cost under our warranty which the[redacted]s haven't even registered. All of our conversations have been in writing and documented for legalpurposes.The options for the [redacted]s are the same as they are for everyone. We have made every attempt to remedytheir issue with absolutely no help from them. They are trying to find a way out of the contract to get a full refund.Which is the reason they are seeking litigation as opposed to accepting our offer to meet and exceed theirdemands, in your (Revdex.com) paperwork their statement when asked for a desired response was to hire an attorney.They are not interested in allowing us to correctan issue and are using the Revdex.com as a pawn to discredit our companywith errant statements such as our warranty is only good for 1 yr. Really? It's a lifetime warranty but I will gladlyadjust hers to lyr. if she prefers.Once litigation is complete we will forward the outcome to the Revdex.com.If you have any other questions please feel free to contact me directly.[redacted]Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest[redacted]

[redacted] attempted to contact us while we experiencing intermittent service outages over a period of about a week. However our direct/main line remianed fully functional. Once [redacted] contacted us through our support address, she received an immediate response. We have corresponded...

via email. I am currently waiting for her response. Email string is below:

April 9, 2015[redacted]
ID: [redacted]
Disputed amt: $6000.00On January 23, 2015 [redacted] purchased floor/demo unit sleep system. On February 18th 2015 [redacted] contacted me to inquire about our Comfort Exchange program. She wanted to change her...

mattress selection from a split mattress to a 1pcs mattress. After taking her call, while away from the office, I returned to my office and pulled up her account. I drafted an email and sent it on Feb. 18th 2015. The email is included below. I noticed that [redacted] purchased a demo unit and signed the comfort exchange option on her sales agreement. This stood out for 2 reasons1. The Comfort Exchange option is not available on demo purchases.2. Comfort Exchange program covers customers that have made a wrong choice in the firmness of their mattress.We understand that the representative offered her the option which is why we honored it. We permitted [redacted] to exercise her exchange option. The issue is [redacted] does not want to operate by the terms and conditions set forth in the sales agreement she signed. The reason demo units are not eligible for the Comfort Exchange program is because these units are purchased at a discounted price. The Comfort Exchange clearly states that the "customer is responsible for the difference in price if the replacement mattress cost more and the shipping charges (returned mattress and new mattress)". This means she would need to pay the difference between the discounted price she paid for a demo unit and the new mattress she wanted. Facts she was well aware of before finalizing her purchase. Termination of a contracted representative has nothing to do with this matter. We honored the exchange he offered her. Her Comfort Exchange is documented on the sales agreement so we are obligated to honor it, just as she agreed to the terms of the exchange program and we expect her to honor the agreement.After speaking with [redacted] regarding the email I sent, (since the only desire was to have a 1pcs mattress I offered her a 2nd option, to have us ship a 1pcs cover to her and then place both mattresses in that one cover and that would resolve her issue with the split. The cost for that was $250. She refused), she stated she would dispute the charges with her lenders which she did and that she wanted a full refund and to return the entire sleep system. Unfortunately, I had to inform her there are no returns on special orders, custom orders and demo units. Again, all things that she agreed to on the sales agreement. The agreement clearly states in bold font that "ALL SALES ARE FINAL". The Comfort Exchange states "exchanges on mattress only, and DO NOT include adjustable bases, pillows, toppers, or furniture. At this point she threatened to bash online with [redacted] and [redacted] which she has done and attacked our credibility while failing to maintain her own. We contacted [redacted] March 13th, 2015 prior to filing a response to her dispute with her lender. She refused to make any effort to resolve the issue. We were offering to make the exchange without requirement to pay the cost difference in price, only the shipping cost would be assessed. I am more than happy to extend that offer one last time. We will exchange her mattress, take the discounted demo unit back and give her a new mattress for the same price, but she will need to pay the shipping cost. The option to use a 1 piece cover is still available as well.[redacted] Specific verbiage in [redacted]'s agreement.[redacted]ALL SALES ARE FINALAllow 2-4 weeks for delivery. Delivery dates are NOT guaranteed and failure to meet approximate date shall not constitute grounds for cancelation or refusal of any order. Shipping charges for refused or returned orders shall be at the expense of the customer. There is a 25% cancelation fee on all canceled orders. Special orders, custom orders and orders that have already shipped are non-cancelable and nonrefundable. Customer is responsible for insuring the correct order and sizes are reflected on this order. Changes to delivery after product has left the warehouse, including wrong sizes due to customer error, will be subject to a minimum $399 redelivery fee. The invalidity or unenforceability of any particular provision of this Agreement shall not affect the other provisions hereof, and the Agreement shall be construed in all respects if such invalid or unenforceable provisions were omitted. The parties hereto agree that it is their intention and covenant that this Agreement shall be governed by the laws of the Commonwealth of Pennsylvania and that jurisdiction of any controversies lies with the Court of Common Pleas of Erie County, Pennsylvania. Customer confirms that there are no other contemporaneous verbal or written statements that add to, vary or contradict the terms stated herein.Comfort ExchangeWe offer a 30 Day Comfort Exchange for most of our mattresses. Comfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furniture. Limit one Comfort Exchange per customer. If you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturer. Please contact us for a list of manufacturers. Customer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress). Because each mattress is made to order, we are unable to accept returns or refunds on mattresses products. This is an exchange policy not a return policy. The 30 day Comfort Exchange policy is Not available for custom made/demo unit mattresses.Email[redacted],Thank you for contacting me today, it was a pleasure to speak with you. I was able to locate your account. You purchased a Floor Model Seduction. You were inquiring about making a comfort exchange. You would like to change from a split mattress to a 1 piece king mattress. Below is the terms and conditions of the comfort exchange program. Floor models are not eligible for the comfort exchange however, since you were given that option on your contract we will honor the request to exchange. Here are the terms of the comfort exchange you signed during your purchase:Comfort ExchangeWe offer a 30 Day Comfort Exchange for most of our mattresses. Comfort Exchanges on mattress only and DO NOT include adjustable bases, pillows, toppers or furniture. Limit one Comfort Exchange per customer. If you decide that you have chosen the wrong firmness to a mattress, you can exchange the mattress for a different firmness or a set from a different manufacturer. Please contact us for a list of manufacturers. Customer is responsible for the difference in price if the replacement mattress costs more and the shipping charges (returned mattress and new mattress). Because each mattress is made to order, we are unable to accept returns or refunds on mattresses products.
This is an exchange policy not a return policy. The 30 day Comfort Exchange policy is NOT available for custom made or demo/floor model mattresses.As I previously stated I will honor the exchange within the parameters of the program. However the adjustable bases are not eligible for exchange. I can have service come out to take a look at the humming or motor noise so that can be taken care of, please send me the information we spoke about located on the user manual.Concerning cost, the difference would be the price of the [redacted] in a king $7000.00 and the price you bought the floor model at, $5580.00 a total of $1420.00 plus cost of shipping the replacement and the current mattress back. I will have to get a quote for that cost. This is why the floor models aren't eligible for exchange. You purchased the floor model at a discounted rate because it was open and considered not new. To exchange you must pay the difference between the discounted mattress and the new mattress because you will be receiving a new mattress not eligible for the same discount. The least expensive way to remedy the situation would be for us make you a 1 piece cover and then have your mattress placed in the new 1 piece cover as opposed to 2 separate covers. The cover would cost $250 plus shipping.Additionally, we can walk you through pairing your bases so that both will work with one remote so you will still have full functionality.Please respond letting me know how you would like to proceed.Regards,[redacted] Executive Vice PresidentHybrid-Nation Sleep ScienceYour Haven of Rest[redacted]

June 19, 2015 [redacted]’s sleep system has been delivered. She is happy with delivery and has stated she would withdraw
her complaint. Below is the tracking information to confirm her delivery as well as the email thread of our
communication.
Track shipment: [redacted]
*Shipment Number: [redacted]

On February 18, 2015[redacted] contacted me to inquire about the Comfort Exchange option. Mrs.[redacted] purchased a floor model. Items such as these are discounted and arenot eligible for the comfort exchange program. [redacted] claimed thesalesman told her she was eligible and she signed the option on her salescontract. So there is no “Fraud” we honored the exchange despite the fact thatshe was ineligible. I welcome [redacted] to share the email I sent her. Wedid terminate an independent contractor, [redacted]’s salesman, for theft.He stole money from a customer. The customer was not injured in the process. Wedelivered her sleep system so she lost $0 in the incident.  The real issue is Mrs.[redacted] wants to: 1.      Use the Exchangenot to change the firmness of the mattress, which is sole intent of the comfortexchange, she wants to use improperly to change the style of mattress from asplit king to a 1pcs king. This is not permitted.2.      [redacted] doesn’tnot want to operate under the terms and conditions to which she agreed, underour comfort exchange policy. Concerning issue 1. Ipermitted [redacted] to exchange her mattress even though it was not anapproved exchange, meaning she could exchange, under our terms and conditions,her split mattress for a 1 pc mattress. I also explained the program in detail.She purchased an open item at a discounted price, she wants to exchange for anew item. She must pay the difference is cost between her discounted item andthe cost of the new item. She is also responsible for the cost to ship items.All of this is very clear in the exchange program she signed. I also offered analternative. We could send a 1pc topper to her and a 1pc cover that wouldeliminate the split and make it 1pc. She declined that option. She has disputedwith [redacted] and the dispute was closed in our favor, she disputed with hercredit card company but they told her she had no grounds to dispute.  Most importantly, let’snot forget this is not an item bought unseen, [redacted] personally chosethat exact sleep system. This is not a quality ofproduct issue. She chose an item paid a discounted price and then tried to “workthe system” to get a new item at the same price. All while using social mediato defame our company and brand. Truth:We terminate am independentcontractor for theft.We honored the comfortexchange he gave her.We honored the exchangeeven though it was ineligibleWe offered alternativesolutionWe contact by phone onMarch 14th, 2015 to resolve, she stated she didn’t want resolutiononly to fight it and destroy us on social media.   [redacted] Specific verbiage in Ms.[redacted]’s agreement.[redacted] ALL SALES ARE FINALAllow 2-4 weeks for delivery.Delivery dates are NOT guaranteed and failure to meet approximate date shallnot constitute grounds for cancelation or refusal of any order. Shippingcharges for refused or returned orders shall be at the expense of the customer.There is a 25% cancelation fee on all canceled orders. Special orders, customorders and orders that have already shipped are non-cancelable andnonrefundable. Customer is responsible for insuring the correct order and sizesare reflected on this order. Changes to delivery after product has left thewarehouse, including wrong sizes due to customer error, will be subject to aminimum $399 redelivery fee.  Theinvalidity or unenforceability of any particular provision of this Agreementshall not affect the other provisions hereof, and the Agreement shall beconstrued in all respects if such invalid or unenforceable provisions wereomitted. The parties hereto agree that it is their intention and covenant thatthis Agreement shall be governed by the laws of the Commonwealth ofPennsylvania and that jurisdiction of any controversies lies with the Court ofCommon Pleas of Erie County, Pennsylvania. Customer confirms that there are noother contemporaneous verbal or written statements that add to, vary orcontradict the terms stated herein. Comfort Exchange We offer a 30 Day Comfort Exchangefor most of our mattresses. Comfort Exchanges on mattress only and DO NOTinclude adjustable bases, pillows, toppers or furniture. Limit one ComfortExchange per customer. If you decide that you have chosen the wrong firmness toa mattress, you can exchange the mattress for a different firmness or aset from a different manufacturer. Please contact us for a list ofmanufacturers. Customer is responsiblefor the difference in price if the replacement mattress costs more and theshipping charges (returned mattress and new mattress). Because eachmattress is made to order, we are unable to accept returns or refunds onmattresses products. This is an exchange policy not a return policy. The30 day Comfort Exchange policy is Not available for custom made/demo unitmattresses. Email[redacted],Thank you for contacting me today, it was a pleasure to speak with you. I wasable to locate your account. You purchased a Floor Model Seduction. You wereinquiring about making a comfort exchange. You would like to change from asplit mattress to a 1 piece king mattress. Below is the terms and conditions ofthe comfort exchange program. Floor models are not eligible for the comfortexchange however, since you were given that option on your contract we willhonor the request to exchange. Here are the terms of the comfort exchange yousigned during your purchase:Comfort Exchange We offer a 30 Day Comfort Exchange for most of our mattresses. ComfortExchanges on mattress only and DO NOT include adjustable bases, pillows,toppers or furniture. Limit one Comfort Exchange per customer. If you decidethat you have chosen the wrong firmness to a mattress, you can exchange themattress for a different firmness or a set from a different manufacturer.Please contact us for a list of manufacturers. Customer is responsible for thedifference in price if the replacement mattress costs more and the shippingcharges (returned mattress and new mattress). Because each mattress is made toorder, we are unable to accept returns or refunds on mattresses products. Thisis an exchange policy not a return policy. The 30 day Comfort Exchangepolicy is NOT available for custom made or demo/floor model mattresses. As I previously stated I will honorthe exchange within the parameters of the program. However the adjustable basesare not eligible for exchange. I can have service come out to take a look atthe humming or motor noise so that can be taken care of, please send me theinformation we spoke about located on the user manual. Concerning cost, the differencewould be the price of the [redacted] in a king $7000.00  and the price youbought the floor model at, $5580.00 a total of $1420.00 plus cost of shippingthe replacement and the current mattress back. I will have to get a quote forthat cost. This is why the floor models aren't eligible for exchange. Youpurchased the floor model at a discounted rate because it was open andconsidered not new. To exchange you must pay the difference between thediscounted mattress and the new mattress because you will be receiving a newmattress not eligible for the same discount. The least expensive way to remedythe situation would be for us make you a 1 piece cover and then have yourmattress placed in the new 1 piece cover as opposed to 2 separate covers. Thecover would cost $250 plus shipping.  Additionally, we can walk youthrough pairing your bases so that both will work with one remote so you willstill have full functionality. Please respond letting me know howyou would like to proceed.  Regards,[redacted]Executive Vice President  Hybrid-Nation Sleep Science      Your Haven of Rest[redacted] There has been no fraud. We have made good on every promise and reasonable expectation. The offers are still available to [redacted]. She can pay the difference orutilize the 1pc cover option with or without the topper. Thank you,[redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   If Nick was an independent contractor as Mr. W[redacted] claims it has no bearing on this matter.  He was representing Hybrid Nation and was bound by his "contract" with them. Maybe the US Department of Labor needs to look at this "contract" to see if fraudulent methods are condoned in this "contract".  As far as the vacation package is concerned I agree, and have from the beginning, that Mr. W[redacted]  attempted to placate us by offering two night cruises instead of the week cruise promised. My issue was not with the taxes as a whole, but that the taxes on these short jaunts were more than the cruise could be bought for outright. I know these charges were not under  Mr. W[redacted] control which is why we let the matter go.  The reason for mentioning the cruise is to show that this company does not stand behind the sales contracts their employees make.   I have no knowledge of this other party Mr. W[redacted] mentions in his response.  I have looked over my contract and that name does not appear anywhere that I can see. Perhaps he is the President or CEO of Hybrid Nation? If not, I do not see what part he plays in this complaint. There are only so many words one can  use to describe how this company provided me with an inferior product twice. The other side of the bed is also beginning to collapse.  We have had to purchase another bed so that we can wake in the morning and not feel like we were beaten up physically as well as financially. I would like a refund.
Regards,
[redacted] And [redacted]

From time to time every company has product failure. This isnt exclusive to our company. Whatvis important is whether or not the company makes an effort to correct the issue. We have. Mrs. [redacted] has refused the replacement. Thank you for your response. I will close your claim.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As the email that I forwarded to you asking Damon for a date that the mattress would be ready shows, he gave me no date. Nor was he forthcoming in estimating a date. We are not mind readers and had jumped through the hoops that Damon asked of us. I do not want a replacement of the mattress. The previous two mattresses I had from them were defective. I do not want another of dubious quality that is not worth the shipping fees I would have to pay.
Regards,
[redacted] And [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] We were told we could RETURN the bed at NO cost to us if not satisfied. HybridNation NEVER offered to exchange the mattress because we told him we did not want it. He said we could get the same thing for paying $1470 shipping of the one we have, and then another $1470 shipping for the exact same model...?? Crazy. I am highly allergic to chemicals, thus the interest in an organic bed. I still got headaches every morning using this mattress. We have gone back to our old air mattress, without the latex. We were told we could return the bed. [redacted] was not there and was not a witness to our conversation with [redacted]...salesman. Therefore, he has no clue what we were told. If we can't trust the person representing the company, then who can you trust?? [redacted] lied..plan and simple. We do not want the bed and I am sure we can not sell it. I have had ONE conversation with a man named "[redacted]" who said he would call me back. He never did. Like I said previously, they don't answer my calls and don't return them. They have NEVER tried to reach an agreement with me. We DO NOT want the bed. I told them they could keep the $2000 deposit just to get them to come get it. Again no reply. If [redacted] was there, then he would have heard what [redacted] told us...but he didn't. His email specifically says [redacted] was fraudulently representing the company. Fraud is fraud. I am sure if it comes to it, and I have to hire and attorney, the court would see it the same. I don't want it to come to that. I am willing to let them keep the $2000 to just come get the freaking bed!!!!!!!  Don't you think that they would want to do the right thing?? I think not. By not coming to a solution speaks volume about their ethics and company's name. I think they should suck it up, accept the "deposit" and take the bed. By doing so, it would show that they are a great company to work with. Name recognition and the social media can do a LOT for a company. [redacted]

March 31, 2015
[redacted]
ID: [redacted]
Disputed amt: $300.00
On February 18, 2015 [redacted] received his sleep system. During the delivery process the footboard to the bed frame was damaged in the form an impression (scratch) that removed some paint from the...

surface. The delivery personnel immediately notified [redacted] of the damage. After viewing the damage she said it was fine. The delivery person asked her if she was sure and offered to go to the closet location to purchase a repair kit and repair it for her on site, same day, to which her response was “its no big deal”. Declining the offer to repair. A few days later her husband, [redacted] contacted us about the damage. He asked if there was anything we could do to compensate him for the damage. I explained that we could submit it to our insurance company but since his wife who was present for the delivery seen the damaged, declined repair and failed to note the damage on the delivery receipt it was going to be difficult to get an approval. Damage claims, usually the insurance company has a window of time to collect pertinent data and make a decision, for our insurance company its 45 days. I personally expedited the process for [redacted] and not only was I successful at completing the process in much less than 45 days (within 14days), I was also able to secure an approval. The company analyzed the photos sent in by [redacted] & contacted 2 furniture repair services located near [redacted]. During this entire process [redacted] claimed the footboard was valued at $200.00. However during claims process we discovered the item was valued at $300.00 for one in new, unused condition. So the valuation was based on the $300 figure not the $200 stated by [redacted]. The item was 5 years old. The insurance company determined the depreciated value of the item was now $87.26. On March 17th 2015 [redacted] opted to receive the payment of $87.26 instead of the repair which would have restored the item to as close to original form as possible. Then, after opting for and accepting the payment [redacted] files a complaint seeking more money. Allegations of them being treated rudely are inaccurate as well. We were courteous throughout the entire process. We may not have been able to tell them the things they wanted to hear but we weren’t rude. I would gladly post all the email communication to prove so.
The item is 5 years old, every court would give a depreciated value as well. We understand a customers attachment to their personal items and the intrinsic value these items hold. This sometimes blinds us to what the true value of one’s item might be. I have included the acceptance email from [redacted] as well as proof of the credit issued in the amount of $87.26. We have done our reasonable service, expedited the process, obtained approval, offered repair (the exact thing his complaint states he wants), offered monetary credit and issued that credit.
If you have any other questions please feel free to contact me directly.
[redacted]
Sr. Executive Vice President
Hybrid-Nation Sleep Science

June 19, 2015
[redacted]’s sleep system has been delivered. She is happy with delivery and has stated she would withdraw
her complaint. Below is the tracking information to confirm her delivery as well as the email thread of our
communication.
Track shipment: [redacted]
*Shipment Number: [redacted]

Its unfortunate that [redacted] wants to cancel. The [redacted] strikes have caused havoc for many companies in multiple industries in the US. This caused a delay in the arrival of materials used to fabricate products. I corresponded with authorized user on the account. She requested to cancel...

despite the fact that item is ready to ship. (Email communication was sent to customer advising of shipping delays. We were proactive in making contact to inform). Typically this is not permitted. However, I did receive approval for this particular case.[redacted] has been refunded. The credit voucher is attached.

Mrs. [redacted] is mistaken. Her replacement mattress is sitting here ready to ship. I told her that her mattress was ready. Its been ready for weeks. In our last correspondence she stated she found some other shipping companies to compare rates with. She requested a quote from our shipping company...

and I provided one. We have been waiting to hear back from her concerning shipping. I never received any response whatsoever informing us if she wanted to use our shipper or her own. Cant ship with out her company coming to pick it up or her making a payment to have our shipping partner deliver her item.We have spoken on the phone numerous times. If Mrs. [redacted] has an issues she knows she can contact me directly via email or phone. Once she contacts us and informs of how she would like her replacement shipped, we will be more than happy to ship it. The sooner I know, the sooner I can schedule delivery. If she prefers to use her shipping company I just need to know when they will arrive to pick up the item. She should contact me directly finalize shipping details.

On October 3,2014 Mr. & Mrs. [redacted] purchased a sleep system in the amount of $6428.50. The [redacted]’s placed an
initial deposit in the amount of $1628.50, which is 25% of their purchase. 25% down is required as a deposit
because all of our products are custom made or special...

orders. The 25% is required to start the production
process. It is the minimum allow to be placed as a deposit because there is a 25% cancellation fee on all canceled
orders. Our sales agreement, signed by [redacted], clearly states ALL SALES ARE FINAL. Additionally, the
agreement clearly states that Special orders, custom orders and orders that have already shipped are noncancellable
and non-refundable. Their purchase qualifies as a: sale and is final, as well as a special order, meaning
an order not readily available to the public made by special request of the customer. NOT ONLY DID Mrs. [redacted]
agree to this but she signed paperwork on 2 occasions (sales agreement and credit card receipt) that clearly stated
her return options and the terms of the agreement. Therefore Mr. & Mrs. [redacted] have the option to cancel. They
have exercised that option. However they are not entitled to a refund of their deposit. I believe Mrs. [redacted] thought
she was protected by the 72 hour right to rescission law for in home purchases. Mrs. [redacted] fails to understand that
through our sales agreement she has waived her right to exercise that option. In effort to prevent the [redacted]’s from
forfeiting the $1628.50 used as a deposit, lam willing to make a onetime offerto reopen their account and fulfill
their order so that no money is lost We have already delivered to their area. They would have received their order
by now. Mrs. [redacted] did call and speak to her salesperson, requested to cancel, and agreed she was aware of the
cancelation policy. This is a special order which means technically we don’t have to honor the attempt to cancel
and could pursue litigation to satisfy the terms of the agreement. However we have allowed them to cancel their
order.
If you have any other questions please feel free to contact me directly.
[redacted]